01Rep availability and chat capacityRep availability expresses whether a person intends to accept new live website chats. Stand combines that intent with Site coverage, current connection health, and the rep’s concurrent-chat limit before treating the rep as eligible.All plans02Chat routing and match statusFor every new website conversation, Stand builds an eligible set from the matched Site, organization capacity, Available reps, and enabled AI Stand-ins. It routes to an Available rep first; when Stand-in coverage is active, enabled Stand-ins can cover chats when no rep is Available or every eligible rep is at capacity.All plans03AI conversation monitoringChats separates active AI-handled conversations from human assignments so reps can watch a Stand-in’s transcript in real time without taking ownership immediately. Monitoring preserves the option to offer help or take over with the existing context.All plans04AI-to-human handoffA rep can move an active AI conversation to human handling without starting over. Stand supports immediate takeover, a consent-based offer to join, and implicit takeover when the rep begins typing a reply.All plans05Unanswered-chat fallbackIf a live-assigned visitor receives no rep reply for 60 seconds, Stand pauses that rep’s new-chat availability and attempts a controlled recovery. It can continue with the rep’s Stand-in, transfer once to an eligible teammate, or collect an email address for follow-up.All plans06Browser and push notificationsStand can alert reps about live-chat events in the dashboard and through Web Push on registered devices. Notification preferences choose the event types, while per-device controls show delivery status, send a test, and remove obsolete subscriptions.Core chat alerts are available to signed-in reps; paid-plan custom-signal alerts require the corresponding signal entitlement